GIBIN GEORGE
Pathanamthitta
Summary
Achieved senior leadership roles with proven success in developing, implementing, and optimizing business processes to enhance long-term profitability. Astute leader with strategic mindset demonstrated over a 10+ year hospitality career. Collaborate cross-functionally on large-scale initiatives to meet dynamic industry challenges.
Overview
15
15
years of professional experience
Work History
VP of Operations
DJUBO
Noida
02.2018 - Current
- Monitor and review project activities and ensure its completion within scheduled time and budget
- Manage costs and finances of the business unit by efficient financial management
- Analyzes data trends
- Manage & monitor day-to-day operations
- Develop process goals and collaborate with internal & external teams, to meet them on a steady basis
- CRM, Ticketing system implementation
- Ability to maximize potential of others through developmental and training activities
- Collaborate with the Process Excellence manager fill process gaps & redesign process
- Handling team of AMs, TLs, team coaches, Escalation desk, Collections & Website
- Deliver performance as per set benchmarks of SLA, Quality, CSAT & NPS
- Responsible for ensuring adherence to all hygiene parameters
- Built cross-functional business relationships and translated user requirements into technical specifications
- Make important policy, planning, and strategy decisions
- Develop, implement, and review operational policies and procedures
- Assist HR with recruiting when necessary
- Created and contributed to software product roadmaps, evangelized product vision, and groomed backlogs
- Work with senior stakeholders.
Sr. Lead Account Manager – South India
DJUBO
Noida
02.2018 - Current
- Handle premium project with BCG for one of our esteemed client in Philippines
- Managing south India properties and helping the client to manage the product efficiently
- Retention of existing clients and checking their system engagement
- Advising properties to use the product efficiently to increase their revenue and business benefits
- Effectively manage multiple simultaneous projects with continuously rolling schedule
- Making sure that the product and its sub-products are functional for the new clients and handling their issues and concerns
- Updating the properties/hotels on any of the new feature releases related to the product
- Making sure Invoices are being raised and paid without delay
- Manage support and onboarding team and ensure good customer success experience.
Team Lead – Support & Training
DJUBO
Noida
05.2016 - 01.2018
- Worked parallel with the technical team to ensure the issues are fixed on prior basis
- Involved in providing feature training to hoteliers and make them use the platform efficiently
- Ensuring the clients being aware of the products and their use i.e
- Channel Manager, Booking Engine, CRS, Foresight, Cerebrum, Starsight, POS
- Handle Escalations from clients related to issues faced with the product or support
- Health check of products for all properties to avoid issues including the channel connectivity
- Do QC of the new hotels contracted with DJUBO
- Resolve the issues faced by clients on daily basis with proper RCA shared with the team
- Understand the client requirements and discuss the same with Tech to enhance the product
- Ensuring that the team is well acquainted with all the features and proper resolution is being given to the clients
- Emerged as a team player with strong communication and interpersonal skills.
SME(Subject Matter Expert)
TRAVELGURU/YATRA.COM
Bangalore
02.2014 - 04.2016
- Identified key markets and types of hotel products that would complement company’s product offerings and revenue growth
- Successfully grown net revenue in the market by producing business plans to achieve revenue goals
- Handling metro and leisure market (Chennai, A.P, and Kerala)
- Identify Competitors in each destination and gain an understanding of their volume into the market
- Contracted hotels to make them live on our OTA(Online Travel Portal)
- Trained the new members of work management, product, and process
- Content Acquisition
- Handling the rates/inventory shown on the website and avoid rate/inventory disparity, reports and issues
- Advertising Methods, Pricing techniques, Competitive Advantages/Disadvantages.
Sr. Customer Service Associate
NCO FINANCIAL SYSTEM
Mumbai
04.2012 - 11.2013
Customer Service Associate
WNS
Mumbai
11.2010 - 04.2012
Customer Service Associate
DATACOMP WEB TECHNOLOGIES
Mumbai
11.2009 - 04.2010
Education
Bachelor of Commerce -
Mumbai University
Skills
- Hands-on Salesforce, Streak, Tawkto, Webinar, Zoho CRM and Projects
- Familiarity with Atlassian product - Jira
- Team Player with multi-tasking skills
- Proficient in MS Office
- Negotiation Skills
- Multi Tasking
- Customer Service
- Team Building and Motivation
- Cross-functional team leadership
- Operations Management
- Project Management
- Strategic Planning
Timeline
VP of Operations
DJUBO
02.2018 - Current
Sr. Lead Account Manager – South India
DJUBO
02.2018 - Current
Team Lead – Support & Training
DJUBO
05.2016 - 01.2018
SME(Subject Matter Expert)
TRAVELGURU/YATRA.COM
02.2014 - 04.2016
Sr. Customer Service Associate
NCO FINANCIAL SYSTEM
04.2012 - 11.2013
Customer Service Associate
WNS
11.2010 - 04.2012
Customer Service Associate
DATACOMP WEB TECHNOLOGIES
11.2009 - 04.2010
Bachelor of Commerce -
Mumbai University
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